As one of the nation’s leading diversified health care benefits companies, serving close to 40 million people, the customer experience has far-reaching impact on company success. Learn how the organization has evolved its VoC program to a closed loop customer feedback process, which – in tandem with speech analytics on direct call recordings and QM operational-based data and insight – has transformed contact center CX and boosted performance against desired key performance metrics.

The Road to Speech Analytics Success

Learn about the road to speech analytics success taken by the fastest growing private pension and life insurer in Turkey. Take in where it started, what it’s learned along the way, and where it’s going next in its journey with Verint. Use the outcomes it’s achieved – from lower churn to reduced handle time – and how it leverages speech with other applications (such as quality management and performance management) to help accelerate your own path to success.

Tuesday, 10:30 AM

Dallas B